How are we doing?
Our standards
Type of case | Our standard |
---|---|
Retirement | 15 working days |
Estimate | 15 working days |
Divorce | 15 working days |
Transfers and interfunds | 15 working days |
Death | 20 working days |
Refund | 20 working days |
Rejoiners | 20 working days |
Deferred | 40 working days |
From April 2018 we've reduced our standard turn around time for the following processes from 20 to 15 working days:
- retirement
- estimate
- divorce
- transfers and interfunds
Our current performance - 2017 to 2018
Quarter 4
Time to complete | ||||||||
---|---|---|---|---|---|---|---|---|
Type of case | 0 to 5 days | 6 to 10 days | 11 to 15 days | 16 to 20 days | 20 to 40 days | 40 days plus | Total | On target? |
Retirement | 136 | 18 | 13 | 0 | 0 | 0 | 167 | 100 |
Deferred retirement | 157 | 47 | 3 | 0 | 0 | 0 | 207 | 100 |
Estimate | 272 | 193 | 76 | 0 | 0 | 0 | 541 | 100 |
Deferred | 268 | 399 | 754 | 128 | 82 | 0 | 1,631 | 100 |
Transfer out | 12 | 34 | 112 | 0 | 0 | 0 | 158 | 100 |
Transfer in | 64 | 32 | 15 | 0 | 0 | 0 | 111 | 100 |
Divorce | 7 | 25 | 37 | 0 | 0 | 0 | 69 | 100 |
Refund | 678 | 423 | 201 | 23 | 0 | 0 | 1,325 | 100 |
Rejoiners | 78 | 54 | 27 | 60 | 1 | 0 | 220 | 99.54 |
Interfunds | 26 | 21 | 58 | 0 | 0 | 0 | 105 | 100 |
Death | 174 | 34 | 29 | 1 | 2 | 0 | 240 | 98.75 |
Grand total | 4,777 |
20 day standard for all processes apart from deferred benefits which have a 40 day standard.
Unfortunately three tasks failed our published SLAs this quarter - two Death case processes and a Rejoiner.
The Rejoiner should have been picked up by a daily report showing what we need to complete each day, and as a result we are now looking at how to amend this report so that this doesn’t happen again.
The Death case processes were the result of an internal pending error. We will be giving staff additional training to address this issue.
We always strive to achieve 100% success against our service standards. Therefore we will be addressing these dips in performance with an aim to further improve our customer service moving forward.
Quarter 1
Time to complete | ||||||||
---|---|---|---|---|---|---|---|---|
Type of case | 0 to 5 days | 6 to 10 days | 11 to 15 days | 16 to 20 days | 20 to 40 days | 40 days plus | Total | On target? |
Retirement | 246 | 27 | 2 | 0 | 0 | 0 | 275 | 100 |
Deferred retirement | 398 | 50 | 5 | 1 | 0 | 0 | 454 | 100 |
Estimate | 380 | 115 | 113 | 27 | 0 | 0 | 635 | 100 |
Deferred | 133 | 34 | 72 | 339 | 608 | 0 | 1,186 | 100 |
Transfer out | 54 | 52 | 32 | 2 | 0 | 0 | 140 | 100 |
Transfer in | 70 | 29 | 12 | 0 | 0 | 0 | 111 | 100 |
Divorce | 12 | 41 | 30 | 2 | 0 | 0 | 85 | 100 |
Refund | 463 | 232 | 288 | 131 | 0 | 0 | 1,114 | 100 |
Rejoiners | 85 | 33 | 18 | 6 | 0 | 0 | 142 | 100 |
Interfunds | 72 | 14 | 25 | 11 | 0 | 0 | 122 | 100 |
Death | 182 | 15 | 3 | 0 | 0 | 0 | 200 | 100 |
Grand total | 4,464 |
Quarter 2
Time to complete | ||||||||
---|---|---|---|---|---|---|---|---|
Type of case | 0 to 5 days | 6 to 10 days | 11 to 15 days | 16 to 20 days | 20 to 40 days | 40 days plus | Total | On target? |
Retirement | 256 | 31 | 1 | 0 | 0 | 0 | 288 | 100 |
Deferred retirement | 258 | 67 | 6 | 0 | 0 | 0 | 331 | 100 |
Estimate | 362 | 94 | 144 | 33 | 0 | 0 | 633 | 100 |
Deferred | 96 | 44 | 384 | 719 | 1,018 | 0 | 2,261 | 100 |
Transfer out | 77 | 52 | 9 | 2 | 0 | 0 | 140 | 100 |
Transfer in | 62 | 34 | 23 | 3 | 0 | 0 | 122 | 100 |
Divorce | 4 | 22 | 31 | 12 | 0 | 0 | 69 | 100 |
Refund | 631 | 489 | 450 | 121 | 0 | 0 | 1,691 | 100 |
Rejoiners | 132 | 57 | 44 | 10 | 0 | 0 | 243 | 100 |
Interfunds | 68 | 24 | 15 | 1 | 0 | 0 | 108 | 100 |
Death | 162 | 21 | 5 | 4 | 0 | 0 | 192 | 100 |
Grand total | 6,078 |
Quarter 3
Time to complete | ||||||||
---|---|---|---|---|---|---|---|---|
Type of case | 0 to 5 days | 6 to 10 days | 11 to 15 days | 16 to 20 days | 20 to 40 days | 40 days plus | Total | On target? |
Retirement | 213 | 22 | 1 | 0 | 0 | 0 | 236 | 100 |
Deferred retirement | 312 | 18 | 0 | 0 | 0 | 0 | 330 | 100 |
Estimate | 383 | 122 | 29 | 1 | 0 | 0 | 535 | 100 |
Deferred | 1,181 | 762 | 178 | 76 | 668 | 0 | 2,865 | 100 |
Transfer out | 32 | 67 | 46 | 1 | 0 | 0 | 146 | 100 |
Transfer in | 54 | 25 | 16 | 0 | 0 | 0 | 95 | 100 |
Divorce | 22 | 42 | 34 | 2 | 0 | 0 | 100 | 100 |
Refund | 1,142 | 337 | 110 | 21 | 0 | 0 | 1,610 | 100 |
Rejoiners | 134 | 48 | 16 | 3 | 0 | 0 | 201 | 100 |
Interfunds | 93 | 63 | 22 | 3 | 0 | 0 | 181 | 100 |
Death | 136 | 23 | 13 | 0 | 0 | 0 | 172 | 100 |
Grand total | 6,471 |
2016 to 2017 key process stats
To keep you informed and updated on our five key processes, which are:
- pre retirement leavers (Deferment)
- estimates
- refunds
- retirements
- deferred retirements
We will publish our statistics every quarter, this will enable us to report to you any dips in performance and how we plan to address these.
Presentations
- Quarter 1 (2016 to 2017 presentation)
- Quarter 2 (2016 to 2017 presentation)
- Quarter 3 (2016 to 2017 presentation)
- Quarter 4 (2016 to 2017 presentation)
2015 to 2016 key process stats
To keep you informed and updated on our five key processes, which are:
- pre retirement leavers (Deferment)
- estimates
- refunds
- retirements
We will publish our statistics every quarter, this will enable us to report to you any dips in performance and how we plan to address these.